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mkassar

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We are about a 250 Kerio Connect 7.4.1 user base with a Mixed Entourage and Outlook 2011 Macintosh Network.
Over the last few weeks we have been seeing an issue with iPhone INBOX items that will seemingly not delete off the iPHone. This issue has appeared in 7.3.2 and 7.4.1
The issue appeared with one user in 7.3.2 and now is happening to another after upgrading to 7.4.1. So two in total right now.

What we have been able to tell is that if a message is deleted from the Inbox in either Outlook or Webmail, the message will not always disappear from the users iPhone INBOX thus any attempt to delete such message will result in a typical "Unable to move the message to the trash" error
We have deleted and recreated the iPhone Exchange Account, which initially seems to fix the out of sync INBOX, but after a few hours the issue is back.
I have seen numerous references to this issue online but no real solution.
Does anyone know if there is a cache or journal of the contents of the INBOX that can be trashed? But one that the iPhone references?
I know that there is a .journal.db file in a users mailbox. Could this need to be rebuilt?
I must mention that we already rebuilt the users inbox.fld file to no avail,

Any advice would be much appreciated,

Mike


[Updated on: Thu, 07 June 2012 15:47]

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BLTomato

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We are seeing this too after the 7.4 update. Doesn't seem to matter if the user is set up manually or through a profile, we have about 10% of our users (260 active) getting this.

The email(s) seem to always show up as unread, if you go into the users webmail or mail client the email isn't there at all. The user goes to delete the message on their phone and gets an error saying the file can't be deleted (since it's not really there). It's frustrating for users who keep their inboxes nice and tidy since the emails show as unread so they think they have messages when in fact they dont.

And yes, deleting the account and re-adding it fixes the problem with that set of emails, but the problem usually comes back that day with other emails the user has deleted.

With Kerio's current support policy who knows if this is something they would charge extra for so we have a ticket open with our reseller about it but they have not offered any suggestions yet.
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mkassar

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Hey There..

Glad to see its not just us. Your issue does in fact sound exactly like ours. We seem to only have two users with the issue. One had it pre 7.4.1 (7.3.2) and the other started happening after 7.4.1. So now both have it. One thing to note is that I had to force reboot our Kerio Server three times the day after the 7.4.1 update as we had two different users experience locks to their mailboxes. The index and free busy agents just kept incrementing open folder counts to the users mailbox and would not let go until I forced rebooted. Did you experience any such issues after upgrading to 7.4.1?
I am wondering if some sort of corruption was created by rebooting the server like that...and I am beginning to think that there are more users here with the issue. They just have not complained as yet.

I hope we can get this sorted out soon. Kerio I hope you have some advice please Wink

Mike
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BLTomato

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We only started seeing this issue after we went to 7.4. We have not kicked up to 7.4.1 yet.

I've had to force kill the server a couple times (ironically to do something that kerio suggested for a different issue) as well, but the kerio mailserver has always been pretty bad about shutting down at least on a mac, maybe other flavors are better.
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mkassar

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Sounds like we are in the same boat then. Must be others out there running on a Mac Platform experiencing the same issue as us.
I am pretty much at my wits end with this issue. Last week we though we may have found the culprit. Our physical connection to our Kerio Server goes through a lan extension and we noticed poor performance on that extension. Once fixed we noticed an immediate improvement in our mail access performance.
The active sync issue went away for about a week, but yesterday just came back. Argh!

Now I am stumped! Maybe a downgrade to 7.3.3? Though at least one user I know, had the issue on pre 7.4.
How are you managing? I hesitate to open a ticket with Kerio as I have never found great support from them: Most previous tickets were explained as "bugs awaiting bug fixes"

Mike
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dominic@cbx.com

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Have any of you come across a fix for this?

We had this issue with previous versions of Connect (arising after other mail server issues that caused a crash/restart), which could be resolved by deleting and re-adding the account. However, after upgrading to 7.4.1/7.4.2, the delete-re-add fix no longer sticks. Again, it seems to be about 10-20% of iphone users. Others work as expected.

Other than downgrading to an earlier version, has anyone come up with a solution?

best,
d
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mkassar

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Hi Dominic,

I have yet to find a fix for this. 7.4.2 did fix a very annoying issue with Kerio and opened folders that was causing us to perform a kill on the mail server about 20 times!
So yes we also had to do the force restart of Kerio and maybe in so doing caused some kind of corruption for Active Sync users?
Am only now discovering the issue is more widespread than I thought..maybe also around 20% of our iPhone users.
The short fix right now is to remove the Mobile device from the admin console and then let the iPhone re-add. I am not getting the user to remove their account from their iPhone it's becoming too tedious as the issue keeps coming back.

I hope 7.5 fixes this or there is a way to fix the corruption that seems to be happening!

Keep in touch on this issue. We will hopefully get it resolved soon

Mike



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dominic@cbx.com

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Ha! The issue I was alluding to in the previous post, is the same open folder lockup/restart cycle - like 4 times a day at its worst. It caused all kinds of issues, iPhones not syncing, corrupt fld files, etc. And yes, we're much better now with open folders after upgrading to 7.4.2 - though the mail server process now idles at around 300-400% of our cpu usage, at least it doesn't lock up. This active sync bug is considerably less troublesome, though annoying.

I'll try removing Mobile device from the admin console and see if anyone complains.

My boss, who is running 7.5 beta on a test server reports no trouble with syncing his iPhone. However, he has no issue with his 7.4.2 connection either.

thanks for the quick response!
-d

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mkassar

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Nice! we are in the exact same boat. CPU usage is up for us too! This means that if we are having the same issues, other must as well.
I will pop this info into our ticket back to Kerio!

Thanks for the info..the saga continues Wink

Mike
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nhoague

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Yes, I am glad we are not the only ones! I have had numerous calls with Kerio tech support and they only say they are confused because they have never seen this issue before.

I have looked at debug logs over and over and whenever a user tries to delete a message the debug log will state unable to move item, sending response. So the server KNOWS the message does not exist.

We are a hosted Kerio Connect provider have about 750 users, and approx 100 iphones. Happens everyday to a random few. I do suspect there are many more, but perhaps they don't know they have a problem.

I hate to say this, but with this many iPhone users, I am going to have to setup an exchange environment just to keep these customers.

Please help Kerio, people are losing their minds!
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mpermann

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I'm curious what kind of hardware and OS are you running Kerio on?
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nhoague

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Hey there.

We are running:

Ubuntu 12.04 64 bit.
Linux 3.2.0-29-generic on x86_64
Intel(R) Xeon(R) CPU E5645 <_at_> 2.40GHz, 24 cores
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Pavel Dobry (Kerio)

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[quote title=nhoague wrote on Wed, 29 August 2012 21:26
I have looked at debug logs over and over and whenever a user tries to delete a message the debug log will state unable to move item, sending response. So the server KNOWS the message does not exist.
[/quote]

Indeed. The server does know. The question is why the device does not know that.
We've been unable to get valid debug logs to research this.

Does the users use Push? Or manual sync?
If possible, we would like to see ActiveSync debug log from the time when the message was deleted in other client (can be found in the operation log) and the time when the decide is trying to move the message that no longer exists in the folder.

Knowledge Base: http://kb.kerio.com/.
Technical support: http://www.kerio.com/support
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Pavel Dobry (Kerio)

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We've received two debug logs (thank you) and it seems to be an issue of iPhone 4S devices if they are connected to both cellular (3G) and internal (wifi) network. Particularly if the local wifi network is the same as where the server is. The same problem is reported also with Exchange: http://tigermatt.wordpress.com/2012/04/30/iphone-4s-exchange -activesync-and-internal-wifi/, http://support.apple.com/kb/TS1868?viewlocale=en_US&loca le=en_US

Can you answer following questions, please?
- Does it happen with iPhone 4S only?
- Does Kerio Connect use both private and public IP address?
- Is your local wifi network connected to the server?

[Updated on: Mon, 10 September 2012 21:19]


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mkassar

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Hi Pavel,

Thanks for exploring this issue. It is a most troubling and time consuming issue that has been driving us quite crazy.
Firstly here are my answers:
-No it happens to iPhone 3GS, 4 and 4S
-Our Kerio connect is both accessible internally via a private ip address and accessible from the outside via a Public Address that is NAT'd to the internal address.
-All users that are on local Wifi access the server on the same local subnet.

Our setup here is very simple. All our iPhones are not on VLAN's and their route to the server is very direct. My opinion is that our issue is not quite as complex as stated in the article. I have actually sent over some debug logs to your team and they are researching.
Again I appreciate you following up and taking the time to explore this issue. If you have any more questions do not hesitate to send them my way

Mike
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